show episodes
 
CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
 
Great customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and w ...
 
Creating and maintaining a magical culture in any organization takes dedication and commitment. Dan Cockerell, a 27 year Disney veteran and retired Vice President of the Magic Kingdom, and host Jody Maberry share stories and insight to help you build the mindset you need to build a strong organizational culture. Come Rain or Shine will equip any leader with the tools to influence the weather in your kingdom for years to come.
 
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
 
Join author, speaker, and leadership expert Zack Hudson on the Passing the Baton Leadership Podcast for topics including personal development, time management, leading well, entrepreneurship, relational leadership, work life balance and other relevant and timely topics. Have fun with Host Mike Floyd as he and Zack cover leadership topics in this commuter style radio show so that you can listen to and finish the episode during your normal commute to work, school or while running errands. For ...
 
It is so *avoidable*. Customers who silently vanish, members who unsubscribe without reason, students who don't return for your next course, clients who disengage. In this era of exponential abundance of customer choices, it is simply not enough to have "satisfied" customers. You must learn The 9 Principles of Customer Feedback - the rarely used psychological secrets - that will engage, retain and delight your people, creating a gravitational pull ensuring they will never leave you.
 
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
 
Welcome to the Wishpond Podcast Series. These podcasts, brought to you weekly by the Wishpond marketing team, deliver expert interviews as well as panel discussions, focused on the most influential stories, news and changes in the marketing sector. All our podcasts are designed to educate and entertain, ensuring our listeners leave with valuable and actionable strategies they can implement to find success online today.
 
80% of businesses believe they deliver 'superior' customer service, yet only 8% of their customers agree. That's mad! You could drive a freight train through that statistic. And this is exactly why we created this podcast. Businesses need a whack across the head on where money is leaking (or in some cases gushing) out in the form of fair to middling customer interaction that creates indifferent customers. We're going to show you how to increase profits with zero or low cost tactics to retain ...
 
Joe Higgins is a highly regarded public speaker, an experienced business consultant, and a former high level executive. Joe's messages can inspire individuals or entire organizations to embark upon their very own Quest 4 Quality. Joe Higgins and Tim Edwards (founder of The InBound Podcasting Network) discuss The American Economy, Leadership, Customer Service, and Building Healthy Teams.
 
How do YOU stand out in today’s competitive marketplace? What does it take to sell uniquely…and serve remarkably? How can customers tell a difference between you and your competitors? “PROJECT DISTINCT with Scott McKain” reveals what it takes to soar above the crowd and dominate your market. You’ll discover the elements required to make your competition irrelevant. Subscribe and join Hall of Fame professional speaker Scott McKain daily! What if you don’t listen…and your competition does?
 
Get more referrals with the Referrals Podcast. Thought Leader, Best-selling Author, Referral Master, and Host Michael J Maher brings you the best advice and insights on growing your business by referral and shows you how to take your repeat business and referrals to the next level. If you want to increase your repeat business and referrals, the Referrals Podcast is the show for you.
 
Process to Profitability: Tools and Strategies to Serve Your Clients and Grow Your Small Business is a weekly interview show featuring creative women who are growing their small businesses with a focus on serving their clients and customers well. We'll discuss tools, strategies, and processes that you can apply to your own business in a way that fits you. From online creative entrepreneurs to product creators, professionals creating their own way of working to those just starting out, we'll ...
 
Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have m ...
 
Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you ...
 
At first listen, it may not sound like they are talking business, but there is no denying the Nice Guys (Doug Sandler and Strickland Bonner) know their audience. If you are an entrepreneur and tired of hearing the same old rah rah static babble on all the other business podcasts out there, it's time for a breath of fresh air. Listen in, subscribe, or join the Nice Guy Community and become a Funk'nFan of the show. Relationships, honesty, trust and integrity build business today and that's wha ...
 
WE’VE GOT A LOT TO SAY—THAT’S WHY WE MADE A PODCAST. And trust us, these are things you’ll want to hear. Manndatory Listening is a podcast about the hows and whys, dos and don'ts, and step-by-steps of leadership. We’re combining our own expertise—16 years of it—with that of leaders across dozens of industries to bring you applicable lessons for your own business and life. We're interviewing industry leaders and ourselves on the topics we know will make you and your business better. Put your ...
 
Stop spending your time caught in the weeds. Discover the ingredients to drive your restaurant business and culinary vision. Tony and Shawn have a long background in restaurants - both in culinary, marketing, customer experience, and operations. They can help you in this evolving economy Turn your casual customers into loyal guests, improve your safety, and grow your sales.
 
Katherine Sprung goes through the good, bad, and ugly online ratings and reviews of guest business owners in the food and beverage industry, in an open conversation. Expect honesty, comedy, and insight into the world of hospitality and its customers. Katherine Sprung, a 5 year business owner in the food industry, with 4 additional years of hospitality experience, working in restaurants and bars, invites a guest on the show, to go through their Yelp/Google/online reviews, discuss customer int ...
 
If you are looking for advice on how to start a business, increase sales. effective marketing, how to use social media, crowdfunding, business motivational techniques, list building and a lot more then Business Connections Live TV is here to help. Business Connections Live TV, live streams a programme from our studios every week with expert guests and analyse on how you can grow and develop your business. So if you need expert advice on LinkedIn for prospecting or you want to find out about ...
 
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show series
 
Our Be Series continues with Be the Poker Player! Although Zack and Mike are horrible at poker and won't be giving out any playing tips, (Because you'd lose all of your money) there are some leadership tips that we can learn from great poker players. Learn to read people well Strengthen your self-management skills Be a risk-taker Be willing to fold…
 
Why is it that we accept “satisfaction” as success in customer relationships — yet, we find it so average in our personal ones? In part, Scott McKain suggests on today’s PROJECT DISTINCT, because we are unwilling to drill more deeply into the negative aspects that have eroded our customer’s enthusiasm. We must eliminate the points of friction that …
 
If you are in sales you need to listen to this! Have you ever sat down at your desk determined to make calls to past clients and found that you…just…couldn’t…do…it? Our guest today, Wally Bressler, understands your struggle and has got your back! He’s going to share with us: • What is call reluctance • How to identify once and for all where your re…
 
You can't deliver great service if you don't have time. And you won't have time if you're constantly juggling fifty tasks by yourself. Talitha Gray Kozlowski of LAWCLERK joins to talk about finding your highest & best use, making that your focus, and finding ways to remove the work that isn't. With solo & small law firms, figuring out what you can …
 
Technology doesn’t stop during a pandemic. Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology. But in the B2B industry, which is traditionally driven by in-person events and marketing, building relationships and growing leads virtually poses a challenge. VMware CMO Carol Carpenter stepped into her r…
 
After spending thirty nights in a Sydney hotel last year, a loyal customer assumed a problem would be addressed. He was wrong. Too often we overlook LTV — expressed as either Long-Term Value or Lifetime Value of a customer. On today’s new PROJECT DISTINCT recorded in Australia, Scott McKain talks about a critical aspect of business success. Learn m…
 
Learn about the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can’t stand – about hiring contractors. Bite-Sized Delight From the Episode: • Catch Up with Your Customers - most customers are using multiple messaging platforms, but most brands are lagging behind, creating a negative custome…
 
This week, we have Jamie and JJ Eubanks from Magical Vacation Planner on the show. Through this pandemic, this couple has had to put their flexibility to good use. Travel was so up in the air over the past 12 months, causing the Eubanks and their team to have to improvise greatly. However, they have gone above and beyond during this time. As things…
 
Imagine, Nice Guy Community having a go-to resource for brand IMPACT. Take it a step further -- walk away from the JOB you have in under a year -- how cool would that be? Today is that day -- Stephanie Scheller is The Impact Authority. After studying human psychology for more than a decade and building her business from scratch to walk away from he…
 
Is it really better to be different? Scott McKain says, “Maybe not.” The distinctive professional or organization finds unique approaches that creates more traction and higher engagement with customers. So, where do you find the best ideas on how you accomplish that difficult task? On today’s Project Distinct, Scott reveals that — as counterintuiti…
 
For today’s Project Distinct, Scott McKain researched several resources looking for the answer to the question: “What is the single most important skill required to deliver excellent customer service?” While many experts offered complex answers, today’s episode will reveal one from a post on CustomerThink.com that captured the essence of service an…
 
When a movie is presented to a test audience, directors then have choices to make before they finish the product for the potential audience. As Scott McKain reveals in today’s Project Distinct, those same three options can help you connected with your customers at a higher level. Perhaps you need to “re-shoot, re-cast, or re-edit” at your business!…
 
In this episode I discuss the best ways to hear and engage your teams for success: -Employee Surveys -Town Hall Meetings -Employee Net Promoter Scores -Sharing results with employees Get the free huddle form: https://www.igniteyourservice.com/huddle Get the Free Employee Engagement Worksheet: https://www.igniteyourservice.com/coaching It's time for…
 
I just had the most brilliant notes written and I hit the wrong button and they were gone. Seriously, no joke it was like 4 paragraphs of really interesting shit (not about the show, but it was interesting) and it all got cleared. Fuck it, I don't feel like writing it again, maybe next week. Nice Sponsors: You really need to check out Doug and Stri…
 
When Indianapolis sports radio celebrity Kent Sterling posted about his horrible experience at a local McDonald’s because of the local managers, it reminded Scott McKain of a recent Forbes.com blog about the “Five Customer Service Practices That Drive Consumers Crazy.” Today’s PROJECT DISTINCT will reveal those five errors so you don’t inadvertentl…
 
It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. In this episode of CX Files, Peter talks about the top 5 global locations for BPO based on his research in 2021. The Front Office BPO Omnibus Survey 2…
 
How often do you hear clients complain that they don't know where their matters stand or what's happening next? Keeping your clients informed is a crucial component of your service, and it saves us time and headaches too. Clients deserve to know where they are in their legal process, what to expect next, and to have clear instructions. But how do w…
 
Salesforce reports that customer expectations are changing! That means the time is right for you to deliver what Scott McKain has trademarked as the “Ultimate Customer Experience.” In today’s Project Distinct, he’ll reveal the first step to the UCE —it’s just considering what one would be for YOUR customer. Learn more about your ad choices. Visit m…
 
Until recently, I would often quote executive presence without being able to define it. Like many, I understood what the term signified but struggled to describe it in conversation. However, after doing some homework, I can now explain executive presence in greater measure. As Jody and I discuss in this episode, executive presence is the sum of cre…
 
Our Be Series is back! Join us as we talk about the power of thread and how you can take its characteristics and purpose and apply them today to be a better leader. Highlights: It connects things together If done right, you won't even notice it The more it's used, the stronger it becomes Join Zack Hudson as he helps you grow your leadership skills …
 
In a recent episode, Scott McKain mentioned that half of Millennials are dissatisfied with the education and training they’re receiving to help them grow. In today’s Project Distinct, he reports from a new Harvard study that HALF of senior leaders believe they aren’t teaching the skills necessary for future leaders — even as they spend billions to …
 
Antonio Buchanan is the Co-CEO and Chief Strategy Officer. He spent his career influencing some of the world's top brands. His career took off at Y&R Worldwide, where he quickly became a vice president of Strategic Planning working on American Express, Citigroup, Verizon, Evian, Disney and Club Med. He then served as a senior partner and head of St…
 
Loyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today. According to Francis Hondal, President of Loyalty & Engagement at Mastercard, the recent growth of tech, digital commerce and data have redefined opportunities for brands to serve their custo…
 
Learn about a secret message for an interstellar audience, making products that consumers actually want, and warning customers about bad things before they even realize it. Bite-Sized Delight From the Episode: • Hidden Messages Draw Attention - A series of messages hidden in codes and imagery added an “Easter Egg” layer of creativity and intrigue t…
 
Product. Service. Experience. These are the “big 3” when it comes to the relationships you have with your customers. On today’s Project Distinct, Scott McKain will outline the importance of all three and show how each plays an important role in the total customer experience — which can make or break repeat and referral business! Learn more about yo…
 
We recently added a great new course to The Cockerell Academy: Real Leadership. It gets into the details of the things that really matter. It teaches what most colleges don’t: how to treat people right, how to train people well, and how to get ahead of the pack. It’s the little things in life that make all the difference. Every little thing you do …
 
Want to see inside a referral based business? Meet Cameron Brooks, a realtor out of Knoxville, TN. He’s going to share with us how when he made a conscious decision to be referral based how his business changed. He committed to working by referral. He committed to working with just one charity. He committed to giving back to his community. He commi…
 
You have standards and expectations for service in your personal life - shouldn't your firm have standards too? By formalizing these standards, you can ensure great service and communication, and make things easier for clients and within your firm. When we understand our own business models, our processes, and our desired outcomes, then we can crea…
 
Mike “C-Roc” Ciorrocco is the CEO of People Building, Inc., and the powerhouse behind the “What Are You Made Of?” movement. He is a performance coach, author, dynamic public speaker, visionary and thought leader. He has been featured by Yahoo! Finance as one of the Top Business Leaders to Follow in 2020 and is on a mission to build people. He is dr…
 
“Emotion” is a word we don’t use nearly enough in business, according to Scott McKain. In today’s Project Distinct, he relates a story that brought that fact home to him — and shares the specific reasons why emotion is so important for EVERY business in today’s marketplace. Learn more about your ad choices. Visit megaphone.fm/adchoices…
 
While a consistent delivery of the customer experience might first be appreciated, over a period of time the sameness will bore and disengage your customers. In today’s Project Distinct, Scott McKain makes the case for refreshing your customer experience — and provides the six questions you need to ask to make it happen. Learn more about your ad ch…
 
In this episode, I talk about how leadership curiosity can help you understand employee and customer experiences in your business. 1. Ask Lots of Questions 2. Don't play "gotcha" 3. Show genuine curiosity in others 4. Hone your BS meter It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Auth…
 
Hey Referrals Podcast fans! We are dropping into your feed to tell you about an amazing opportunity to not only change your life, but also change your business life. Sounds amazing, right? REFERCO has partnered with 4 of our CRT’s (Certified Referral Trainers) to bring you a LIVE class called 30Mornings starting on Monday, April 5th. It’s one of ou…
 
Strickland is in Vegas right now and Doug never listens anymore anyway. Fuck it, I'm not writing any show notes this week, so sue me. Nice Sponsors: You really need to check out Doug and Strickland's mastermind class on How to make money, grow your tribe, and build influence through podcasting. Check it out at www.turnkeypodcast.com/podcast Get you…
 
You cannot create distinction without an engaged team delivering an ultimate customer experience. On today’s Project Distinct, Scott McKain reveals some shocking statistics about employee engagement — and gives you specific steps to take to enhance the involvement of your team. Learn more about your ad choices. Visit megaphone.fm/adchoices…
 
We talk a lot about meeting clients where they are. There are a lot of ways we can take that concept - sometimes we even mean that literally. Usually, it's just speaking plainly and finding ways to make things easier for your client. We're joined by Colorado defense attorney and systems whiz Justie Nicol to discuss her approach to prepping clients,…
 
We’ve all experienced managers who were tough to work for — and, if that’s what you’re dealing with now, how can you handle it? In today’s Project Distinct, Scott McKain shares his story of a difficult boss — and how you can avoid the mistake he made. And, he’ll reveal simple, practical steps to help you be more productive when you have to work wit…
 
If you’ve tuned into the show lately, you've likely noticed the theme of successful entrepreneurs creating their luck to be reoccurring. Such premise has proven true for Savannah Turner, a soon-to-be high-school graduate who has already paved trails as a business owner and now venturer in the toy store industry. Having self-learned online and texti…
 
Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember). In this episode, Simon talks about Intelligent Automation (IA) and Digital Transformation - especially in the post-Covid era. What is IA and how can it be used to improve…
 
Are you happy? Our guest today, Jason Javer, believes that this is something you MUST consistently ask yourself as an entrepreneur. So he came up with the Happiness Formula. These are the questions you must ask yourself: • What is it that makes you happy? • What areas do you need to make improvement? • How will your business move down the happiness…
 
We all want to be leaders that wroth following. Today Zack Hudson sits down with author Tim Spiker, author of The Only Leaders Worth Following to talk about the split between the Who of Leadership and the What of Leadership. We also share several actionable tips to help you become a leader worth following. You can find Tim's book here. You can foll…
 
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